Kiryat Ata, Haifa District, Israel
Nationwide provider of residential and businesses relocation services and storage solutions. My roles consisted of managing accounts receivable, P&L, HR, Department of transportation requirements and guidelines, tariffs as well as general day to day business operations including managing and training a small customer Service and sales operations team.
Was employed from 2012-2014, remaining years of work was done voluntarily. I was responsible for leading a team of leaders, and delegated responsibilities to those leaders on a weekly basis to assist with 3 classes and led and assisted in the coordination of Power of Kabbalah events. Made weekly announcements to class members, Mentors and leaders. Worked very closely with Teacher/Instructor of Class and POK Intro's. Assisted with the selection of Mentors and Assigned students to mentors as well as paired Mentees together, using a buddy system to assist in uplifting eachother and holding each other accountible and responsible for their actions. Liason between students and teachers/Intstructors. Scheduled Meetings with Students and Teachers. Student Mentor. Volunteer to flyer for upcoming events. Part of the Zohar Project and assisted with organizing of project to disseminate Zohars to the DFW and Surrounding areas. Employed as teachers assistant and book store manager.
Lead Sscheduling analyst over the Pre-Planned exception tean within the WFM department. I was responsible for planning, coordinating and delegating of all off the phone activity request, utilizing forecast models and intraday performance reports to best optimize business needs for large capacity contact centers at several site locations. Facilitated weekly meetings with HR, Site management teams and training departments to discuss planning strategies of operations that met training initiative, other relevant off the phone request as well as best business practices and performance goals.
Monitored and assisted in managing ASA's. Approved/Declined request from team leads and management to pull Customer Service representatives off of the phones based on current ASA, Call Volume and intraday performance reports. Adjusted call routing allocations between 6 sites to assist in balancing the call volume according to the sites.
Approved/declined Paid time Off. Adjusted adherance to schedules if needed. Processed temporary shift changes in advance to meet business needs. Processed LOA request, Terminations and New Hires. Assigned ACD extentions. Updated Floor moves and staff/queue changes. Responsible for reports due daily by a certain time and created packages of those reports to be available for the WFM management staff and Call Center management staff in time for morning meetings. Preplaned team meetings, One on One meetings, trainings etc for call center staff based on forecasted Intraday Performance Reports. Processed quarterly schedule Bids to best optimize business needs based on seniority per queue.
Responsibilities included making real time updates based on availability and to meet service level goals, (i.e voluntary time off, team Meetings) allocated call percentages, worked with meridian/symposiums systems to move CSRs to and from queues based on their skills, offered shift options to CSRs on a daily basis to optimize real time business needs (i.e. shift changes, switch days off.) I also was on a rotation of drivers which was focused on watching meridian/symposium screens and making adjustments as needed to meet service levels by delegating responsibilities to team members and meet our daily goals.
Call Monitoring, Offering feedback to Management staff and CSR's to improve and enhance Customer Satisfaction. Scoring agents on their calls. Facilitated Calibration meetings based on recordings of excellent calls and impacted customer calls, and initiated suggestions and ideas from all call center management staff on ways to improve or to create ways to continue stellar customer Service practices to meet customer satisfaction goals.